SUMMER TRAINING PROJECT REPORT On PRODUCTS/SERVICES AND MARKETING STARTEGIES OF KOTAK MAHINDRA BANK

Submitted in partial fulfillment of the degree of Bachelor of Business Administration (B&I) of Guru Gobind Singh Indraprastha University, Delhi.

Submitted by Vandana Chaudhary

Enrolment No: 05710601810 of Ansal Institute of Technology Gurgaon

Guided by Ms. Rameesha Kalra Guru Gobind Singh Indraprastha University, Delhi.

Evaluation Certificate
This is to certify that the project tilted Products/Services and Marketing Strategies of Kotak Mahindra Bank Submitted by Vandana Chaudhary a student ofBBA (B&I) of Ansal Institute of Technology affiliated to GGSIP University , Delhi has been examined by the following examiners.

Internal Examiner

External Examiner

ACKNOWLEDGEMENT

I take this opportunity to thank the Ansal Institute of Technology, Gurgaon,, to give me this chance to prove the worth in the field of the research that I have been able to conduct. It has been a pleasurable experience filled with knowledge and awareness to take part in this project preparation. This project has not only helped us academically but also enlightened us understanding the corporate world and their position in the present business world.

My research would have been inchoate without the assistance of the respondents who helped me without hesitation in sharing their experiences out to learn the process. The agency people have been really helpful and have given me a detailed explanation of the advertisement and as well as public relation process along with very worthy encouragement. I am highly indebted and obliged to all of them.

Name Vandana Chaudhary

TABLE OF CONTENT
PARTICULARS PAGE NO

Title Page Acknowledgement Chapter 1- Introduction Chapter 2 Literature Review Chapter 3 -Research Methodology Chapter 4 Data Analysis and Interpretations Chapter 5 Findings & Conclusion Chapter 6 - Bibliography Annexure

1 3 5 19 38 40 55 60 62

CHAPTER1 INTRODUCTION

INTRODUCTION
The banking system in India is significantly different from that of the other Asian nations, because of the countrys unique geographic, social, and economic characteristics. Though the sector opened up quite late in India compared to other developed nations, like the US and the UK, the profitability of Indian banking sector is at par with that of the developed countries and at times even better on some parameters. For instance, return on equity and assets of the Indian banks are on par with Asian banks, and higher when compared to that of the US and the UK. Established in 1985, the Kotak Mahindra group has been one of India's reputed financial organizations. It was previously known as the Kotak Mahindra Finance Limited, a non-banking financial organization. Within a small span of 6 years, the bank has spread it wings in several sphere of finances. Presently, spread in 82 cities in India, the bank caters to the needs of its 5.9 million customers spread throughout the length and breadth of country and even abroad. Kotak Mahindra Bank has over 217 branches spread across 126 locations in the country offering both traditional banking products and investment advisory services. The Bank has the products, the experience, the infrastructure and most importantly the commitment to deliver pragmatic, end to- end solutions that really work. The Bank offers comprehensive business solutions that include Trade Services, Cash Management Service and Credit facilities, keeping in mind the needs of the business community.

OBJECTIVES OF STUDY:
The objectives for which study has been undertaken are: To understand the marketing strategy and effectiveness of Kotak Mahindra Bank. To study the products and services offered by Kotak Mahindra Bank To enlist the key drivers for growing importance of CASA in Banking Sector in India. To study and enlist the benefits of the good CRM Practices to the banks. To list down the key CASA REVIVAL initiatives taken by Kotak Bank. To conduct a customer survey in reference to CRM initiatives taken by Kotak Bank and identify the key areas for improvements.

SCOPE OF THE STUDY

The study will provide knowledge of various products & services offered by Banks to customers. The study will help in finding out the satisfaction of customers of Kotak Mahindra Bank. The study also helps the company to know the requirements of customers.

LIMITATIONS

The study could not be made that comprehensive due to time constraints. Some customers feel uncomfortable to reveal some personal information relating to amount 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 Delhi city only. People are not interested in giving personal opinion.

INTRODUCTION TO BANKING (i) Early history Banking in India originated in the last decades of the 18th century. The first banks were The General Bank of India which started in 1786, and the Bank of Hindustan, both of which are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras, all three of which were established under charters from the British East India Company. For many years the Presidency banks acted as quasi-central banks, as did their successors. The three banks merged in 1921 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India. Indian merchants in Calcutta established the Union Bank in 1839, but it failed in 1848 as a consequence of the economic crisis of 1848-49. The Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank in India. It was not the first though. That honour belongs to the Bank of Upper India, which was established in 1863, and which survived until 1913, when it failed, with some of its assets and liabilities being transferred to the Alliance Bank of Simla. When the American Civil War stopped the supply of cotton to Lancashire from the Confederate States, promoters opened banks to finance trading in Indian cotton. With large exposure to speculative ventures, most of the banks opened in India during that period failed. The depositors lost money and lost interest in keeping deposits with banks. Subsequently, banking in India remained the exclusive domain of Europeans for next several decades until the beginning of the 20th century. Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860, and another in Bombay in 1862; branches in Madras and Pondicherry, then a French colony, followed. HSBC established itself in Bengal in 1869. Calcutta was the most active trading port in India, mainly due to the trade of the British Empire, and so became a banking centre.

The Bank of Bengal, which later became the India. The first entirely Indian joint stock bank was the Oudh Commercial Bank, established in 1881 in Faizabad. It failed in 1958. The next was the Punjab National Bank, established in Lahore in 1895, which has survived to the present and is now one of the largest banks in India. Around the turn of the 20th Century, the Indian economy was passing through a relative period of stability. Around five decades had elapsed since the Indian Mutiny, and the social, industrial and other infrastructure had improved. Indians had established small banks, most of which served particular ethnic and religious communities. The presidency banks dominated banking in India but there were also some exchange banks and a number of Indian joint stock banks. All these banks operated in different segments of the economy. The exchange banks, mostly owned by Europeans, concentrated on financing foreign trade. Indian joint stock banks were generally undercapitalized and lacked the experience and maturity to compete with the presidency and exchange banks. This segmentation let Lord Curzon to observe, "In respect of banking it seems we are behind the times. We are like some old fashioned sailing ship, divided by solid wooden bulkheads into separate and cumbersome compartments." The period between 1906 and 1911, saw the establishment of banks inspired by the Swadeshi movement. The Swadeshi movement inspired local businessmen and political figures to found banks of and for the Indian community. A number of banks established then have survived to the present such as Bank of India, Corporation Bank, Indian Bank, Bank of Baroda, Canara Bank and Central Bank of India. The fervour of Swadeshi movement lead to establishing of many private banks in Dakshina Kannada and Udupi district which were unified earlier and known by the name South Canara ( South Kanara ) district. Four nationalized banks started in this

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district and also a leading private sector bank. Hence undivided Dakshina Kannada district is known as "Cradle of Indian Banking". (ii) Post-independence The partition of India in 1947 adversely impacted the economies of Punjab and West Bengal, paralyzing banking activities for months. India's independence marked the end of a regime of the Laissez-faire for the Indian banking. The Government of India initiated measures to play an active role in the economic life of the nation, and the Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed economy. This resulted into greater involvement of the state in different segments of the economy including banking and finance. The major steps to regulate banking included:

In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and it became an institution owned by the Government of India.

In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India."

The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI, and no two banks could have common directors. However, despite these provisions, control and regulations, banks in India except the State Bank of India, continued to be owned and operated by private persons. This changed with the nationalization of major banks in India on 19 July 1969.

(iii)

Nationalization

By the 1960s, the Indian banking industry had become an important tool to facilitate the development of the Indian economy. At the same time, it had emerged as a large employer, and a debate had ensued about the possibility to nationalize the banking industry. Indira Gandhi, the-then Prime Minister of India expressed the intention of the GOI in the annual conference of the All India Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The paper was received with positive enthusiasm. Thereafter, her move was swift and sudden, and the GOI issued an ordinance and nationalized the 14 largest commercial banks with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a national leader of India, described
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the step as a "masterstroke of political sagacity." Within two weeks of the issue of the ordinance, the Parliament passed the Banking Companies (Acquisition and Transfer of Undertaking) Bill, and it received the presidential approval on 9 August 1969. A second dose of nationalization of 6 more commercial banks followed in 1980. The stated reason for the nationalization was to give the government more control of credit delivery. With the second dose of nationalization, the GOI controlled around 91% of the banking business of India. Later on, in the year 1993, the government merged New Bank of India with Punjab National Bank. It was the only merger between nationalized banks and resulted in the reduction of the number of nationalized banks from 20 to 19. After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer to the average growth rate of the Indian economy. (iv) Liberalization In the early 1990s, the then Narsimha Rao government embarked on a policy of liberalization, licensing a small number of private banks. These came to be known as New Generation tech-savvy banks, and included Global Trust Bank (the first of such new generation banks to be set up), which later amalgamated with Oriental Bank of Commerce, Axis Bank(earlier as UTI Bank), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, revitalized the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namely, government banks, private banks and foreign banks. The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%, at present it has gone up to 74% with some restrictions. The new policy shook the Banking sector in India completely. Bankers, till this time, were used to the 4-6-4 method (Borrow at 4%; Lend at 6%; Go home at 4) of functioning. The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks. All this led to the retail boom in India. People not just demanded more from their banks but also received more. Currently (2007), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital
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adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. With the growth in the Indian economy expected to be strong for quite some timeespecially in its services sector-the demand for banking services, especially retail banking, mortgages and investment services are expected to be strong. One may also expect M&as, takeovers, and asset sales. In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. In recent years critics have charged that the non-government owned banks are too aggressive in their loan recovery efforts in connection with housing, vehicle and personal loans. There are press reports that the banks' loan recovery efforts have driven defaulting borrowers to suicide. (v) Reserve Bank of India (RBI)

Reserve Bank of India (RBI) is the central bank of the country and is different from Central Bank of India. The central bank of the country is the Reserve Bank of India (RBI). It was established in April 1935 with a share capital of Rs. 5 crores on the basis of the recommendations of the Hilton Young Commission. The share capital was divided into shares of Rs. 100 each fully paid which was entirely owned by private shareholders in the beginning. The Government held shares of nominal value of Rs 2, 20,000. Reserve Bank of India was nationalised in the year 1949. The general superintendence and direction of the Bank is entrusted to Central Board of Directors of 20 members, the Governor and four Deputy Governors, one Government official from the Ministry of Finance, ten nominated Directors by the Government to give representation to
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important elements in the economic life of the country, and four nominated Directors by the Central Government to represent the four local Boards with the headquarters at Mumbai, Kolkata, Chennai and New Delhi. Local Boards consist of five members each Central Government appointed for a term of four years to represent territorial and economic interests and the Interests Of co-operative And Indigenous banks. The Reserve Bank of India Act, 1934 was commenced on April 1, 1935. The Act, 1934 (II of 1934) provides the statutory basis of the functioning of the Bank. The Bank was constituted for the need of following:

To regulate the issue of banknotes To maintain reserves with a view to securing monetary stability and To operate the credit and currency system of the country to its advantage.

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COMPANY PROFILE

Established in 1985, The Kotak Mahindra Group has long been one of Indias most reputed financial organizations. In Feb 2003, Kotak Mahindra Finance Ltd., the groups flagship company was given the license to carry on banking business by the Reserve Bank of India (RBI).This approval creates banking history since Kotak Mahindra Finance Ltd is the first company in India to convert to a bank. The license authorizing the bank to carry on banking business has been obtained from the RBI in tune with Section 22 of the Banking Regulation Act 1949. KMBL was promoted by Mr. Uday.S.Kotak, Kotak and Company Ltd and Mr. Sidney &A.A.Pinto under the name of Kotak Capital Management Finance Ltd on 21st Nov 1985 and obtained a Certificate of Commencement of Business on 11th Feb 1986. The bank customers have access to entire VISA network of 4500 ATMS in India and 8,00,000 ATMS worldwide accepted in more than 350,000 establishments across India and 14 million worldwide. The customer also has access to over 1450 ATMs with sharing arrangements with HDFC 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.
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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 wellresearched 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. Kotak Mahindra 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.

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BOARD OF DIRECTORS

NAME Amit Desai Asim Ghosh Bina Chandaran Bina Chandaran C Jayaram Dipak Gupta Jaimin Bhatt N P Sarda Prakash Apte Shankar Acharya Sudipto Mundle Uday Kotak Uday Kotak

DESIGNATION Additional Director Director Co. Secretary and Ex. V.P. Secretary Executive Director Executive Director Group Chief Financial Officer Additional Director Additional Director Chairman / Chair Person Director CEO Exec. Vice Chairman & Mang Dir

Kotak Mahindra is one of India's leading financial institutions, offering complete financial solutions that encompass every sphere of life. From commercial banking, to stock broking, to mutual funds, to life insurance, to investment banking, the group caters to the financial needs of individuals and corporate. The group has a net worth of over Rs.12000 crore and employs over 20000 employees in its various businesses. With a presence in 200 cities in India and offices in New York, London, Dubai and Mauritius, it services a customer base of over 8, 00,000.

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Kotak Mahindra has international partnerships with Goldman Sachs (one of the world's largest investment banks and brokerage firms) and Old Mutual (a large insurance, banking and asset management conglomerate). The Kotak Mahindra Group was born in 1985 as Kotak Capital Management Finance Limited. This company was promoted by Uday Kotak, Sidney A. Pinto and Kotak & Company. Industrialists Harish Mahindra and Anand Mahindra took a stake in 1986, and that's when the company changed its name to Kotak Mahindra Finance Limited. Since then it's been a steady and confident journey to growth and success.

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CHAPTER 2 LITERATURE REVIEW

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LITERATURE REVIEW

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)
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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: EDGE SAVINGS ACCOUNT: Kotak Mahindra Banks 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.
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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. PRO SAVINGS ACCOUNT:

Kotak Mahindra Banks 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.
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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.
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 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.

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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 DematAccount,and,more!

Thus the three account opening options in savings account are as mentioned above: Edge Current Account In need of a well equipped bank account to keep pace in all the business endeavors. 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

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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. 2 - 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

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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 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 2Way 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

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

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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 a 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.
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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.

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INVETSMENT SERVICES
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. L e t s understand the relative terms : SEBI (Securities 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

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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 (IPOS) 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.

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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

The 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 movements 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
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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 Bancassurance They offer a range of carefully selected insurance policies across the entire spectrum of life insurance products Relationship managers will analyze your insurance needs and develop the solution that works best for you. KOTAK INSURANCE has a wide array of insurance plans that have been designed with the philosophy that different individuals are bound to have differing insurance needs. The ideal insurance plan is one that addresses the exact insurance needs of the individual that will depend on the age and life stage of the individual apart from a host of other factors. The various plans offered by KOTAK INSURANCE are as follows:

Kotak Smart Advantage Plan Kotak Eternal Life Plans Kotak Headstart Child Plans Kotak Safe Investment Plan II Kotak Flexi Plan Kotak Easy Growth Plan Kotak Capital Multiplier Plan Kotak Term Plan Kotak Preferred Term Plan
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C O N VE NI E NC E B A NK I N G
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. 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 banks branch, i.e., delivering money on demand. Hence setting of newer branches is not required thereby significantly lowering infrastructure costs. Cost reduction is however possible only when these machines are used. In India, the average cash withdrawal per ATM per day has fallen from 100 last years to 70 this year. Though the number of ATMs has increased since last year, it is not in sync with the number of cards issued. Also, there are many dormant cardholders who do not use the ATMs and prefer the teller counters. In spite of these odds, Indian banks are increasing the number of ATMs at a feverish pace. These machines also hold the keys to future operational efficiency Account holders of Kotak Mahindra Bank Saving Account having Visa Electron Debit Card can access other Banks ATM machines unlimited times per month for free, after that the Account holder has to pay nothing for the transaction. But also holders of ATM cards cannot access machines belonging to other Banks.

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
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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 banks 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.

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Internet Banking Introduction The Internet Banking is changing the industry and is having major effects on banking relationships. Internet banking involves use of internet for delivery of banking products and services. It falls into four main categories, from Level 1- minimum functionality sites that offer only access to deposit account data- to Level 4- highly sophisticated offerings enabling integrated sales of additional products and access to other financial services, such as investment and insurance. Drivers of Change The primary drivers of internet banking are: Improve customer access Facilitate the offering of more services Increase customer loyalty Attract new customers

Satisfaction Levels With Internet Banking

Very Satisfied Somewhat Satisfied Niether Satisfied nor Dissatisfied Somewhat Dissatisfied Very Dissatisfied

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Main Concerns In Internet Banking In a survey conducted by Online Banking Association, member institutions rated security as the most important issue of online banking. There is a dual requirement to protect customers privacy and protect against fraud. 1. A multi layered security architecture comprising firewalls, filtering routers, encryption and digital certification ensures that account information is protected from unauthorised access. 2. Encryption techniques used by the bank would ensure that privacy of data flowing between the browser and the infinity system is protected. 3. Digital certification procedures provide the assurance that the data you receive is from the Infinity system.

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CHAPTER 3 RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY
METHODOLOGY: The methodology adopted in conducting this survey is quite simple. First there is collection of data from various sources including personal interview. Then after scanning and properly analyzing and interpreting the information available, a final report will be prepared.

1. PRIMARY DATA: Primary data is collected from the sample by a selfadministered questionnaire in presence of the interviewer. 2. SECONDARY DATA: The chief sources of secondary data are magazines, newspaper, journals etc.

RESEARCH INSTRUMENTS Selected instrument for Data Collection for Survey is Questionnaire.

SAMPLE SIZE: The survey is conducted among 150 respondents. Simple statistical tools have been used in the present study to analyze and interpret the data collected from the field. The study has used percentile method and the data are presented in the form of diagrams.

The information collected through above methods has been tabulated, analysed and interpreted. Finally an overall assessment of the survey findings were made towards improving the effectiveness of the satisfaction levels of customers in regards to Kotak bank.

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CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

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DATA ANALYSIS AND INTERPRETATION

1) Age & Services used by the customers: This analysis is made to know the relation between the age and services used by the customers. Main services are fixed deposit a/c, savings a/c, loan a/c, investment etc. Age Below 25 25-45 46-60 Above 60 Company

Service Current a/c Savings a/c Fixed deposit Investment Loans Salary a/c 2 1 2 0 0 3 3 36 20 3 12 55 0 10 2 0 2 7 0 1 1 0 0 0 16 0 0 0 1 0

Explanation: From the above chart I can conclude that the salary a/c is mostly used by the age group of 25-45. The savings a/c users are mostly of the age 25-45. The current a/c services are majorly used by the companies. So from that analysis I found that most customers are related with the bank by salary and savings a/c.
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1) Service channels used by the customers: This analysis will be helpful to me in determining that which services or channels the customers of Kotak bank prefer the most. Service channel Branch service ATM Credit card Mobile banking Phone banking Internet SMS banking Bill payment No. of Users 138 140 6 18 51 53 46 6

Explanation: The above analysis shows that the branch services are mostly preferred by the customers. The second most favoured service is ATM & phone banking because its a convenient service. Internet and the SMS banking are also used by many of the customers of the Kotak Mahindra bank. But the service of the bill payment is at the initial stage
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2) Attitude and behaviour of the manager toward customers: This analysis is done know that how the branch manager of the Kotak Mahindra bank behaves with the customers. From that we will also come to know that how is the personal experience of the customer with the branch manager. Satisfaction level Excellent Very good Good Fair Poor Numbers 69% 10% 18% 0% 1%

Explanation: People is the most important p of the services marketing. So from the above study I can conclude that most of the customers are having the excellent experience with the branch manager in context of his behaviour and attitude. There is only 1 person who has said that the behaviour is poor. So overall experience of the customers with the branch manager is very nice.

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3) Rating the employees on the basis of the different skills: This analysis is done to get the information how the employees are being rated on the basis of the behaviour, product knowledge and skill. This analysis will explore the capabilities of the staff employed by the Kotak Mahindra bank. Response Skills Behaviour Product knowledge Speed service of 79 38 20 1 1 105 82 23 45 13 13 0 3 1 1 Excellent Very good Good Fair Poor

Explanation: From the above chart I can conclude that the all the dimensions of the employees like behaviour, product knowledge, and speed of service are rated excellent, very good. It can be analysed that the staff of the Kotak Mahindra Bank Delhi branch is highly extrovert and believes in maintaining the relationship with the customers. Only few people are dissatisfied with the product knowledge and the speed of the service.

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4) People faced problems while using the services of the Kotak Mahindra bank:(i) General information: Having problem Yes No No. Of customers 15% 85%

Explanation: Kotak Mahindra bank is well known for its accuracy of its services. This analysis is done to check whether it is true or not. This analysis shows that 15% of the customers are having some kind of problem in using the services of the bank. But it is not a major part because 85% of persons are fully satisfied with the services. It would also be helpful to the bank to know what problems the customers are facing.

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(ii) Types of the problem: Problem Statement Internet banking password SMS banking ATM Cheque and Cash pick up facility Staff knowledge Cheque book delivery Account opening speed problem Speed of service Process of taking loan Language problem No. Of customer 5 2 3 4 1 1 1 1 2 1 2

Explanation: The above analysis shows the frequency of the problems face by the customers o the Kotak Mahindra bank. As we can see that the maximum problem are related to the
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statement. The statements are not being delivered at the proper addresses and some customers are not receiving the free statements every three months. Another problem is related to the SMS banking. Some customers are not receiving the messages after any transaction. Some rural customers are also facing the problem of language as they are not able to understand the English language at the ATMs.

5) Processing time of opening an account: As we have taken the process as one of the scope of our study we have to analyse how the process of opening an account at the Kotak Mahindra bank is. How much it takes to open an account at the Kotak Mahindra bank. Processing time 1 day 2 days More than 2 days Customers 72 53 25

Explanation: - Generally the account opening time of any bank is 1 or 2 days. But here we are getting some different results. According to our research the 25 customer said that opening an account at Kotak Mahindra bank takes more than 2 because of its lengthy procedure. As our research 125 customers said that the account is being opened in less than 2 days. So this is little bit mix result.

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6) How is the procedure of opening an account: The procedure of opening an account includes the process of document verification, form filling process. Through this analysis we have to check that whether the customers are satisfied with that procedure or not. Level Very simple Simple Complex Very complex No. Of customers 73 68 7 2

Explanation: If we look at the analysis of opening an account than we can say that the process of opening an account is quite simple at the Kotak Mahindra bank because only 9 people are saying that the process is length. These people are having some problems of documentation therefore according to them the process of opening the account is lengthy. But overall analysis shows that process of opening an account is simple.

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7) Process of taking a loan: Level Very simple Simple Complex Very complex No. Of customer 5 5 5 2

Explanation: As we have got very less customers who have taken loans from the Kotak Mahindra bank the result is on the basis of that only. As per analysis the process of taking loan is little bit complex because number of customer who has said that the process is complex is 5 which is equal to the customers who have said that it is very simple. Two customers have responded that the process of taking loan is very complex.

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8) Processing time of some of the important transactions: In any bank some transaction like term deposit, demand draft, cash deposit, and cash withdrawal are very much important. Customers the bank wants these services to be quick. In case of delay customers become annoyed of that. So we have analysed the processing time of those transactions. Level Excellent Very Good Good Fair Poor

Transactions Term deposit Demand draft Cash deposit Cash withdrawal 14 18 92 68 6 7 22 47 7 5 7 10 3 0 0 0 1 0 0 1

Explanation: As per the analysis the services like term deposit, demand draft, and cash deposit and cash withdrawal are excellently provided by the Kotak Mahindra bank. Speed of these services is excellent as per the survey of the customers. Because almost all the

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customers have responded that Kotak Mahindra bank provides these services very quickly. They dont have to wait too much for that.

9) Analysis of the charges taken by Kotak Mahindra bank [demand draft, passbook entry, verification, statement, core banking] : Level No. of

customers Affordable High Very high 103 17 30

Explanation: This analysis shows that charges taken by the Kotak Mahindra bank are affordable because 103 have responded the same. There are also some respondents around 47 who found the charges to be high. But from overall analysis we can conclude that the charges are affordable by the general public. Some people feel that the statement charges and the AQB charges are high. The annual ATM charges are also found high by some of the respondents.

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10) Internal environment of the Kotak Mahindra bank: This analysis is one of the parts of the physical evidence. This analysis will abstract the detail of what the customer feel about the internal environment when he enters into the bank. Level Excellent Very good Good Fair Poor No. Of customers 98 14 36 1 1

Explanation: The analysis shows that the internal environment of the Kotak Mahindra bank is excellent, because 98 have responded excellent about the internal environment. The respondent according to whom the internal environment is fair or poor are only 2.

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11) Facilities available at the Kotak Mahindra bank: Facilities No. Of customers saying yes Notice board Sitting arrangement Water facility Parking facility Air condition Receipt facility 100 121 133 121 135 144

Explanation: According to this analysis the Kotak Mahindra bank provides all the services related to the physical evidence. Kotak Mahindra allows its customers to feel at ease when they came at the bank. As per our research we have found that all the respondents are happy with the physical evidence related facilities of the bank.

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12) Overall experience of the Kotak Mahindra bank: Levels Excellent Very good Good Fair Poor No. Of customers 94 16 33 5 2

Explanation: This analysis is most important as per the point of view of bank because it show the level of the satisfaction of the customers with the overall experience of the bank. As per our analysis Kotak Mahindra bank has succeeded in maintain the customer satisfaction level with the different aspects. The analysis shows that approximately 140 customers out of 150 are happy that they have opened an account with the Kotak Mahindra bank.

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CHAPTER 5 FINDINGS AND CONCLUSION

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FINDINGS
Major findings after analyzing the primary data are as under. Almost all the customers are satisfied with the attitude and behaviour of the staff and the branch manager. Customers are also satisfied with behaviour, product knowledge and speed of service of the Kotak Mahindra bank. Only 15% people are having problem with the services of the Kotak Mahindra bank and these problems are mostly of statement delivery, SMS service and the internet service. Many customers have complained that they are not receiving the free quarterly statements at the proper addresses and some customers are complaining that they are not receiving SMS after making any transactions. Some customers have complained that cheque pick up facility is also not properly provided. Customers are satisfied with the processing time and the procedure of opening an account because approximately 95% customers have said that. Processing time of transactions like demand draft, term deposit, cash deposit and cash withdrawal is very quick because only 5 customers out of 150 were dissatisfied. For processing time of loan we have got only 17 customers. Out of that 5 customers were complaining that the process is very complex. If we look at the different charges like statement, verification, core banking, demand draft and SMS banking then most of the customers are complaining that the charges of statement and charges of not maintaining average quarterly balance are very high. According to the customers of the Kotak Mahindra bank the internal environment of the bank is very comfortable and friendly. If we talk about the physical evidence facility of the Kotak Mahindra bank, than excellent facilities are provided. Most of the customers have responded excellently about the overall experience of the Kotak Mahindra bank.
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CONCLUSION
1. Kotak Mahindra Bank is Leading Bank in the country, it products and services to different segments of customers. provides a variety of

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

3. 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 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. requirements and

4. 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.

5. 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 cobranded debit cards (Smart fill Debit Card) which makes its product unique.

6.

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

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7.

The Bank has tied up with other Banks so that its customers can use other Banks ATM facility for free transactions

8. The Bank also provides all the services required to share brokers.

9.

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

10.

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.

11.

The Biggest competitors of the Bank are ICICI Bank and HDFC Bank.

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RECOMMENDATIONS Kotak Mahindra bank. Bank had large share in Delhi with knowledgeable employees hard-working people there it easy for the bank to full in crowed. To end up with, in short I would only like to draw the attention of are and all to the central focal point i.e. which are operating in Delhi. Kotak Mahindra bank. Bank with respect to infrastructure, customer satisfaction not works service; personal attention towards customers is bank to the first in position. And it wants take time for the bank network as the largest ape training today. More focus towards customer satisfaction. Customer complaint should be taken more seriously. Good public relation should be maintained.

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CHAPTER 6 BIBLIOGRAPHY

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BIBLIOGRAPHY

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: Web sites: 1) www.rbi.com 2) www.kotak.com 3) www. Kotak Mahindra Bank.co.in 4) www.google.com 5) www.economictimes.com

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QUESTIONNAIRE
GENERAL PART: 1) Name: - _____________________ 2) Age: - ______ 4) Occupation: Service Business Professional Other 3) Sex: Male Female

INDIVIDUAL PART: 5) Which service/channels are you using? Branch services Mobile banking Phone banking Internet SMS banking Bill payment

PEOPLE: 6) Have you ever met the branch manger? Yes No

If yes, how was your experience? Excellent Very good Good Fair Poor

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7) How would you rate the employees on the basis of different skills? Excellent Poor Behaviour Product knowledge Speed of service V. Good Good Fair

8) Have you faced any problem with staff? Yes No

If yes, then about which matter? Behaviour PROCESS: 9) How much is the processing time for opening an account? 1 day 2 days More than 2 days Knowledge Work speed

10) Do you think that the process of opening an account is......... Very simple Simple Complex Very complex

If complex, please recommend any change __________________

11) Do you think that the process of obtaining loan is......... Very simple Simple Complex Very complex

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12) How much are you satisfied with the processing time of following transactions? Excellent Poor Term deposit V. Good Good Fair

Demand draft

Cash deposit

Cash withdrawal 13) According to you, various charges of Kotak Mahindra bank are....... [Demand draft, Passbook entry, Verification, Statement & Core banking] Affordable PHYSICAL EVIDENCE: 14) How do you feel about the environment of Kotak bank, when you enter in the bank? Excellent Very good Good Fair Poor High Very high

15) Which basic facilities are being provided by Kotak Mahindra bank? Notice board Sitting arrangement Water facility parking facility Air conditioner Receipt facility

16) How is your overall experience of Kotak Mahindra bank? Excellent Very good Good Fair Poor

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