A Research Report ON Service Quality AND Customer Satisfaction of Kotak Mahindra Bank

A RESEARCH REPORT ON SERVICE QUALITY AND CUSTOMER SATISFACTION OF KOTAK MAHINDRA BANK
IN PARTIAL FULFILLMENT OF ACADEMIC REQUIREMENT OF M.B.A F.S SEM-III ACADEMIC YEAR: 2013
SUBMITTED TO:-Prof.UMESHBPITHADIYA Center For Management Studies, Ganpat University, Ahemdabad. SUBMITTED BY:-
ACKNOWLEDGEMENT
We have been able to prepare our research report successfully and we acknowledge a special thanks to all those people without whose support it was impossible for us to make the project report. We would hereby take this opportunity to show our gratitude towards all our mentors for what we have learnt during our Project. A good response, feedback and cooperation given by faculty helped us in gaining knowledge and solving our queries. We convey our sincere thanks to all the RESPONDENTS WHO HELP US IN FILLING QUESTIONNAIRE, AHMEDABAD CITY. The successful completion of this research report could not have been possible without the co-operation and support of our faculty guide who have given complete information for the project. I feel immense pleasure to thank prof.Umesh pithadia, faculty ,C.M.S., Ganpat University for making available all facilities in fulfilling the requirements for the research report.
PREFACE
As per university subject norms, it is must for the students of M.B.A.F.S. Sem. II, to prepare a research report on choose topic study by visiting a particular (Coffee shop or to a market to acquire practical as well as theoretical knowledge pertaining to that coffee shop in different aspects about its internal and external environment.) Our main focus and study was on to compare the service quality of Barista and CCD, at Ahmedabad city which cover the analysis about different service quality provided by both the coffee center. Research methodology, which service quality is better etc. is the research mentioned. We have put up our best efforts and enumerated every possible information after observing the activities carried over there, to make this report a satisfactory report.
Lastly, we have tried our level best to prepare the best informative report.
PAGE SR. NO.

I. Title Page
PARTICULARS Acknowledgement Preface Table of contents 1.1 Introduction of coffee shop
NO.
I
II.
III.
II III VI 5
VI. 1.
TABLE OF CONTENT
1.2
1.3
Research Question and Objectives

Six Ws
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2. 3. 3.1 3.2 3.3 3.4 4. 5. 6. 7. 8.
Research methodology Data analysis CCD data Analysis Barista data Analysis Mean Table Hypothesis Testing Recommendation. Conclusion. Limitation. Bibliography. Annexure.
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17 53 89 91 100 101 102 103 105
CHAPTER - 1
OVERVIEW OF BANKING INDUSTRY IN INDIA
1.1 INTRODUCTION OF BANKING:
The Indian banking can be broadly categorized into nationalized (government owned), private Banks and specialized banking institutions. The Reserve Bank of India acts a centralized body Monitoring any discrepancies and shortcoming in the system. Since the nationalization of banks in 1969, the public sector banks or the nationalized banks have acquired a place of prominence and has since then seen tremendous progress. The need to become highly customer focused has forced the slow-moving public sector banks to adopt a fast track approach. The unleashing of products and services through the net has galvanized players at all levels of the banking and financial institutions market grid to look anew at their existing portfolio offering. Conservative banking practices allowed Indian banks to be insulated partially from the Asian currency crisis. Indian banks are now quoting al higher valuation when compared to banks in other Asian countries (viz. Hong Kong, Singapore, Philippines etc.) that have major problems linked to huge NonPerforming Assets (NPAs) and payment defaults. Co-operative banks are nimble footed in approach and armed with efficient branch networks focus primarily on the high revenue niche retail segments. The Indian banking has come from a long way from being a sleepy business institution to a highly proactive and dynamic entity. This transformation has been largely brought about by the large dose of liberalization and economic reforms that allowed banks to explore new business opportunities rather than generating revenues from conventional streams (i.e. borrowing and lending). The banking in India is highly fragmented with 30 banking units contributing to almost 50% of deposits and 60% of advances. Indian nationalized banks (banks owned by the government) Continue to be the major lenders in the economy due to their sheer size and penetrative networks which assures them high deposit mobilization. The Indian banking can be broadly categorized into nationalized, private banks and specialized banking institutions.
The Reserve Bank of India acts as a centralized body monitoring any discrepancies and shortcoming in the system. It is the foremost monitoring body in the Indian financial sector. The nationalized banks (i.e. government-owned banks) continue to dominate the Indian banking arena. Industry estimates indicate that out of 274 commercial banks operating in India, 223 banks are in the public sector and 51 are in the private sector. The private sector bank grid also includes 24 foreign banks that have started their operations here. Under the ambit of the nationalized banks come the specialized banking institutions. These co-operatives, rural banks focus on areas of agriculture, rural development etc. A bank is a financial intermediary that accepts deposits and channels those deposits into lending activities. Banks are a fundamental component of, and are also active players in financial markets. The essential role of a bank is to connect those who havecapital (such as investors or depositors), with those who seek capital (such as individuals wanting a loan, or businesses wanting to grow). Banking is generally a highly regulated industry, and government restrictions on financial activities by banks have varied over the financial systemtime and location.
1.2 MEANING OF BANK:

French word Bancus or Banque A bench on which early bankers transacted their banking business. German word Back (termed as Banco in Italy) A Joint Stock Fund. The name bank derives from the Italian word banco "desk/bench", used during the Renaissance by Jewish Florentine bankers, who used to make their transactions above a desk covered by a green tablecloth.
1.3 DEFINITION:
A bank is a financial institution which deals with deposits and advances and other related services. It receives money from those who want to save in the form of deposits and it lends money to those who need it.
Obviously an authorised institution that conducts above activity is a bank. Now the services those rendered by the banks across the globe are varied.
1.4 Reserve Bank of India

The Reserve Bank of India is a central bank and was established in April 1, 1935 in accordance with the provisions of reserve bank of India act 1934. The central office of RBI is located at Mumbai since inception. Though originally the reserve bank of India was privately owned, since nationalization in 1949, RBI is fully owned by the Government of India. It was inaugurated with share capital of Rs. 5 Crores divided into shares of Rs. 100 each fully paid up. RBI is governed by a central board (headed by a governor) appointed by the central government of India. RBI has 22 regional offices across India. The reserve bank of India was nationalized 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 Governmental official from the ministry of Finance, ten nominated directors by the government to give representation to important elements in the economic life of the country, and the four nominated director by the Central Government to represent the four local boards with the headquarters at Mumbai, Kolkata, Chennai and 29 New Delhi. Local Board consists of five members each central government appointed for a term of four years to represent territorial and economic interests and the interests of cooperative and indigenous banks. The RBI Act 1934 was commenced on April 1, 1935. The Act, 1934 provides the statutory basis of the functioning of the bank. The bank was constituted for the need of following: - To regulate the issues of banknotes. - To maintain reserves with a view to securing monetary stability - To operate the credit and currency system of the country to its advantage.
CHAPTER - 2 INTRODUCTION OF KOTAK MAHINDRA BANK
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1. Kotak Mahindra group was established in year 1985, as Kotak Capital Management Finance Limited 2 This company was promoted by Uday Kotak, Sidney A. Pinto and Kotak & Company 3 Industrialists Harish Mahindra and Anand Mahindra took a stake in year 1986 and thats why the company changed its name to Kotak Mahindra Finance Limited 4 In February 2003 Kotak Mahindra Finance Ltd., the groups flagship company was given the license to carry on the banking business by RBI.(Section 22 in the Banking Regulation Act,1949). Thus it is 20 year old new bank 5 Kotak Mahindra Finance is Indias first ever company to be converted into a bank. 6 Partnering the bank in growth are the leading international players like Goldman Sachs(Investment banking and Equities), Ford Credit (Automobile Finance) and Old Mutual (Life Insurance). 7 Group has a net worth of around Rs 5,600 crores, employs around 17,100 people in its various businesses, distribution network across 344 cities and towns in India and offices in New York, London, Dubai, Mauritius and Singapore. 8 The group services around 3 million customer accounts, and Bank enjoys the trust and confidence of over 6 lakhs customers.
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THE JOURNEY SO FAR
GROUP MANAGEMENT
Mr. Uday Kotak Mr. C. Jayaram Mr. Dipak Gupta
Executive Vice Chairman & Managing Director
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OUR CORPORATE IDENTITY
Kotak Mahindra Bank Ltd. is a one stop shop for all banking needs. The bank offers personal finance solutions of every kind from Savings Accounts to Credit Cards, distribution of Mutual Funds to Life Insurance Products. Kotak Mahindra Bank offers transaction banking, operates lending verticals, manages IPOs and provides working capital loans. Kotak has one of the largest and most respected Wealth Management teams in India, providing the widest range of solutions to high net worth individuals, entrepreneurs, business families and employed professionals. Since the inception of the former Kotak Mahindra Finance Ltd. in 1985, it has been a steady and confident journey leading to growth and success. The milestones of the group growth story are listed below year wise.
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Years 2010
Achievements Ahmedabad Derivatives and Commodities Exchange, a Kotak anchored enterprise, became operational as a national commodity exchange. KMBL opened a representative office in Dubai &, Entered Ahmedabad Commodity Exchange as anchor investor. Launched a Pension Fund under the New Pension System. Bought the 25% stake held by Goldman Sachs in Kotak Mahindra Capital Company and Kotak Securities. Kotak Group realigned joint venture in Ford Credit; their stake in Kotak Mahindra Prime was bought out (formerly known as Kotak Mahindra Primus Ltd) and Kotak groups stake in Ford credit Kotak Mahindra was sold &, Launched a Real Estate Fund.
2009 2008 2006
2005
2004 2003
Launched India Growth Fund, a Private Equity Fund. Kotak Mahindra Finance Ltd. converted into a commercial bank the first Indian company to do so. Matrix sold to Friday Corporation.
2001
Launched Insurance Services. Kotak Securities Ltd. was incorporated. Kotak Mahindra tied up with Old Mutual plc. for the Life Insurance business.
2000
Kotak Securities launched its on-line broking site. Commencement of private equity activity through setting up of Kotak Mahindra Venture Capital Fund.
1990 1987 1986
The Auto Finance division was started. Kotak Mahindra Finance Ltd entered the Lease and Hire Purchase market. Kotak Mahindra Finance Ltd started the activity of Bill Discounting.
Table 2.1: Achievements of the Bank
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2.2 COMPANYS BUSINESSES

Kotak Mahindra Bank Ltd. Kotak Securities Ltd.
Kotak Mahindra Old Mutual Life Insurance Ltd.
Kotak Mahindra Capital Co. (KMCC)
Kotak Mahindra Prime Ltd. (KMPL)
Kotak Mahindra Asset Management Company Ltd.
Kotak Realty Fund Business
Kotak
International
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Kotak Private Equity Group (KPEG)
AWA
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LITERATURE REVIEW
In India still there is lack of users for internet as a medium for banking purpose, but the banking system are upgrading and bringing many electronic banking medium forcustomers so that banking can be made more convenient. [1] Joseph et al. (1999) investigated the influence of internet on the delivery ofbanking services. They found six underlying dimensions of e-banking service quality such as convenience and accuracy, feedback and complaint management, efficiency,queue management, accessibility and customization. Jun and Cai (2001) identified 17 service quality dimensions of i-banking service quality. These are reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, collaboration, continuous improvement, content, accuracy, ease of use, timeliness, aesthetics, security and divers features. They also suggested that some dimensions such as responsiveness, reliability and access are critical for both traditional and internet banks. Jayawardhena (2004) transforms the original SERVQUAL scale to the internet context and develops a battery of 21 items to assess service quality in ebanking. By means of an Exploratory Factor Analysis (EFA) and a Confirmatory Factor Analysis (CFA), these 21 items are condensed to five quality dimensions: access, website interface, trust, attention and credibility. From the provider perspective, there are target quality and delivered quality. The focus of process- or supply-led quality definition is rather internal than external, and it is defined as conformance to requirements. It lays emphasis on the importance of the management and the supply-side quality, and there is an important role of the process in determiningthe quality of outcome (Ghobadian, 1994). Achieving the quality of conformance between the planned (target) quality level and the real quality delivered to customers depends on the service quality management system in an organization. [2] IAMAI report on online banking 2006. 43% of online banking user havent started online financial transaction because of security reasons, 39% havent started because they prefer face to face, 22% havent started because they dont know how to use, for 10% sites are not user friendly and for 2% banks are not providing the facility of internet banking. According to research 68% of the customers can not say that when they will be starting the financial transactions through internet. Maximum numbers of online banking users are male and maximum of them are in age the group of 25-35. Numbers of female users are very less i.e. 17% only. More than 60% of the people who are having account with have accounts in 3-4 banks. Only 37% of Indian Internet users come from Top 10 cities i.e. Mumbai, Bangalore, Delhi, Calcutta, Chennai, Pune, Hyderabad, Ahmedabad, Surat and Nagpur. Another day and another number. As per IAMAI and I-cube, the number of active Internet user
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(i.e.ones who logon to Internet atleast once a month) is now 32 million and numbers who have used Internet atleast once stands at 46 million. [3] The Indian Internet Banking Journey In 2001, a Reserve Bank of India survey revealed that of 46 major banks operating in India, around 50% were either offering Internet banking services at various levels or planned to in the near future. According to a research report,( India Research, Kotak Securities, May 2000.) while in 2001, India's Internet user base was an estimated 9 lakh; it was expected to reach 90 lakh by 2003. Also, while only 1% of these Internet users utilized the Internet banking services in 1998, the Internet banking user base increased to 16.7% by mid2000. [4] Meute r et al. (2000) have identified critical incidents of customer satisfaction and dissatisfaction with technology-based service encounters. Given that business-tobusiness transactions are the fastest growing segment of technology-driven services (Hof, 1999); Meuter and his colleagues (2000) suggested investigating what drives business customer satisfaction or dissatisfaction with technology driven services. According to Gnroos (1982), customers distinguish the quality of customer interactionsthat take place during service delivery (functional quality) and the quality of the outcome the customer receives in the service encounter (technical quality). Customers perceive the quality of services of Internet banking based on the performance of online delivery systems not on the processes in which the delivered service is developed and produced. Because customers perceive Internet banking service quality based on relatively standardized outcomes determined by online systems, customer attitudes toward that outcome reflect overall quality of services delivered Customers usually perceive risks in conducting transactions electronically and particularly if the transactions involve money. Risk perception can be of six different types: time risk, finacial risk, performance risk, psychological risk and safety/confidentiality risk. It is generally considered that risk perception could be higher for electronic banking services. This study aims to understand extent to which whether this is consideration is valid as well as to determine the levels of risk perception differences among those using Internet Banking and those not using it.
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CHAPTER - 3 RESEARCH METHODOLOGY
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OBJECTIVES OF THE STUDY

Following are the objectives of the whole study: 1) To asses and compare the overall service performance of Kotak Mahindra Bank,
2) To know in which service quality dimension, the Bank is performing well and in which dimension it seeks an improvement,
3) To know customer requirements or expectations for providing essential services.
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Research Approach Sampling Technique Sample Area Sample Size Sampling Frame
Quantitative exploratory research Non Probability Convenient Sampling Ahmedabad, Branches of Kotak Mahindra Bank (100 Customers) Samples selected in the survey, are those who are the Customers of Kotak Mahindra Bank. Structured Questionnaire
Type of Questionnaire
Table 1.2: Research Methodology
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CHAPTER - 4
QUESTIONNAIRE ANALYSIS & ITS INTERPRETATION
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Purpose for conducting the Research

The research was conducted to know how the customers find the overall services of Kotak Mahindra Bank as compared to other private banks. It was done through a structured questionnaire which consists of 16 questions related to different parameters, which will help us to know that in which area Kotak Mahindra Bank needs to improve its services and in which area the Bank needs to maintain its level of services.
Subject of Research
Questionnaires have been filled up by 100 customers of Kotak Mahindra Bank across Ahmedabad. The research was being conducted on a sampling basis. Naranpura and shivranjani branch, the customers gave their feedbacks regarding the questions to be asked in the questionnaire:
Findings from the Research

The findings can be easily identified from the below graphs and its interpretation:
Data Interpretation
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1.Is kotak Mahindra primary bank for you? Kotakmahindryaprimarybank Valid Frequency Percent Valid yes 100 100.0 Percent 100.0 Cumulative Percent 100.0
yes
120 100 80 60 40 20 0 1 yes
From the above chart we can assume that out of 100 respondents all the respondents said yes that kotak Mahindra.
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2. How long have you been associated with kotak Mahindra bank? associatedwithkotakbank Valid Frequency Percent Valid <1 year 15 15.0 48.0 37.0 100.0 Percent 15.0 48.0 37.0 100.0 Cumulative Percent 15.0 63.0 100.0
1-5years 48 >5years Total

60 50 40 30 20 10 0 <1 year
37 100
Series1
1-5years
>5years
From the above chart we can assume that out of 100 respondent, 15% of the respondents are associated with Kotak Mahindra bank from less than 1 year. 48% of the respondents are associated with Kotak Mahindra bank from 1 to 5 years, and remaining 37% of the respondents are associated with Kotak Mahindra bank from more than 5 years.
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3. Are the customers availing more than one product or services?
customersavailingmorethanoneproductorservices Cumulative Frequency Valid yes no Total 45 55 100 Percent 45.0 55.0 100.0 Valid Percent 45.0 55.0 100.0 Percent 45.0 100.0
60 50 40 30 20 10 0 yes no
Series1
From the above chart we can assume that 45% of the respondents said yes, that they are availing more than one product or services and remaining 55% of the respondent said no, that they are not availing more than one product or services.
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4. What is an approximate size of relationship with the kotak bank?

sizeofrelationship Cumulative Frequency Valid <1lac 1-10lacs 10-1cr. >1cr Total 20 34 31 15 100 Percent 20.0 34.0 31.0 15.0 100.0 Valid Percent 20.0 34.0 31.0 15.0 100.0 Percent 20.0 54.0 85.0 100.0
40 35 30 25 20 15 10 5 0 <1lac 1-10lacs 10-1cr. >1cr Series1
From the above chart we can assume that 20% of the respondents are relationship of less than 1 lac with the kotak bank, 34% of the respondents are having relationship of 1 to 10 lacs with the kotak bank. 31% of the respondents having relationship of 10 lacs to 1 crore with the bank and remaining 15% of the respondents having relationship of more than 1 crore with the kotak bank.
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5.Are you satisfied with the services of the kotak bank?

satisfiedewiththeservices Cumulative Frequency Valid yes no Total 91 9 100 Percent 91.0 9.0 100.0 Valid Percent 91.0 9.0 100.0 Percent 91.0 100.0
100 90 80 70 60 50 40 30 20 10 0 yes no Series1
From the above chart we can analyze that out of 100 respondents 91 of the respondents said yes, that they are satisfied with services of the kotak bank and remaining 9 of the respondents are not satisfied with the services of the kotak bank.
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7.Do you know your relationship manager?

relationship Frequency Valid yes 100 Percent 100.0 Valid Percent 100.0 Cumulative Percent 100.0
yes
120 100 80 60 40 20 0 1 yes
From the above chart we can assume that all the 100 respondents said yes, that they all knew their Relationship Manager.
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8.How often your RM comes to see you?

Rmcomestoseeyou Frequency Valid in a week in 15days in 1month in 2 month does not come Total 47 31 15 3 4 100 Percent 47.0 31.0 15.0 3.0 4.0 100.0 Valid Percent 47.0 31.0 15.0 3.0 4.0 100.0 Cumulative Percent 47.0 78.0 93.0 96.0 100.0
50 45 40 35 30 25 20 15 10 5 0 in a week in 15days in 1month in 2 month does not come Series1
From the above chart we can easily analyze that out of 100 respondents, 47 of the respondents said that RM to see them in a week, 31 of the respondents said that RM comes in every 15 days. 15 of the respondents said that RM comes in 1 month, 3 of the respondents said that RM comes in every 2 month and remaining 4 of the respondents said that RM dont come to see them.
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9.Are you satisfied with behavior of RM?

satisfiedwiththebehaviourofrm Frequency Valid yes no Total 82 18 100 Percent 82.0 18.0 100.0 Valid Percent 82.0 18.0 100.0 Cumulative Percent 82.0 100.0
90 80 70 60 50 40 30 20 10 0 yes no Series1
From the above chart we can assume that 82% of the respondents are satisfied with the behavior of RM and remaining 18 of the respondents are not satisfied with the behavior of RM.
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10.Have your queries been handled by service staff promptly and efficiently?
queriesbeenhandled Frequency Valid yes 100 Percent 100.0 Valid Percent 100.0 Cumulative Percent 100.0
yes
120 100 80 60 40 20 0 1 yes
From the above chart we can assume that out of 100 respondents, all the 100 respondents said yes, that their all the queries been handled by the service staff promptly and efficiently.
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11.what is the average wait period for a transaction in the kotak bank?
Avragewaitperiodforatransaction Frequency Valid <5min 5-10min 10-15min 15-20min no transaction Total 15 49 30 2 4 100 Percent 15.0 49.0 30.0 2.0 4.0 100.0 Valid Percent 15.0 49.0 30.0 2.0 4.0 100.0 Cumulative Percent 15.0 64.0 94.0 96.0 100.0
60 50 40 30 Series1 20 10 0 <5min 5-10min 10-15min 15-20min no transaction
From the above chart we can analyze that, 15% of the respondents are said that average period of a transaction in the kotak bank is less than 5 minutes. 49 % of the respondents said that average period of a transaction in the kotak bank is in between of 5 to 10 minutes. 30% of the respondents said that average period of a transaction in the kotak bank is 10 to 15 minutes. 2% of the respondents said that average period of
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a transation in the bank is of 15 to 20 minutes and remaining 4 %of the respondents said no transaction is done.
12. Following charts 12.1 staff treat me in a friendly manner and their explanations are clear.
staffbehavior1 Frequency Valid strongly agree agree neutral disagree strongly disagree Total 59 24 6 4 7 100 Percent 59.0 24.0 6.0 4.0 7.0 100.0 Valid Percent 59.0 24.0 6.0 4.0 7.0 100.0 Cumulative Percent 59.0 83.0 89.0 93.0 100.0
70 60 50 40 30 20 10 0 strongly agree agree neutral disagree strongly disagree Series1
From the above we can analyze that 59 of the respondents are strongly agree that the behavior of staff in the kotak bank is good. 24 of the respondents are only agree on this statement. 6 of the respondents sare neutral. 4 of the respondents are disagree that the behavior of the staff in the bank is good and remaining 7 of the respondents are strongly disagree.
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12.2They inform me about the new financial services being offered by the bank?
Information Frequency Valid strongly agree agree neutral disagree strongly disagree Total 41 37 8 8 6 100 Percent 41.0 37.0 8.0 8.0 6.0 100.0 Valid Percent 41.0 37.0 8.0 8.0 6.0 100.0 Cumulative Percent 41.0 78.0 86.0 94.0 100.0
45 40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1
From the above chart we can analyze that 41 of the respondents are strongly agree that all the information of new financial services are given. 37 of the respondent are agree. 8 of the respondents are neutral. 8 of the respondents are disagree and remaining 6 of the respondents are strongly disagree that all the information of new financial services are given to them.
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12.3Working hours of my bank are convenient?

Workinghours Frequency Valid strongly agree agree neutral disagree strongly disagree Total 63 28 4 2 3 100 Percent 63.0 28.0 4.0 2.0 3.0 100.0 Valid Percent 63.0 28.0 4.0 2.0 3.0 100.0 Cumulative Percent 63.0 91.0 95.0 97.0 100.0
From the above chart we can assume that 63 of the respondents are strongly agree that working hours of their bank is convenient, 28 of the respondents are only agree. 4 of the respondents are neutral. 2 of the respondent are only disagree and remaining 3 of the respondents are strongly disagree that working hours of their bank is convenient to them.
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12.4
Generally
use
net
banking
and
online
transactions are convenient to do?

Netbanking Frequency Valid strongly agree agree neutral disagree strongly disagree Total 33 28 28 3 8 100 Percent 33.0 28.0 28.0 3.0 8.0 100.0 Valid Percent 33.0 28.0 28.0 3.0 8.0 100.0 Cumulative Percent 33.0 61.0 89.0 92.0 100.0
From the above chart we can analyze that 33 of the respondents are strongly agree that they use net banking and online transactions. 28 of the respondents are only agree on this statements. 28 of the respondents are neutral. 3 of the respondents are only disagree and remaining 8 of the respondents are strongly disagree that they are not using net banking and online transactions.
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12.5 Interest rate being offered is convenient for various accounts wrt other banks (SA/TD/CD)?
Interstate Frequency Valid strongly agree agree neutral disagree strongly disagree Total 32 41 9 12 6 100 Percent 32.0 41.0 9.0 12.0 6.0 100.0 Valid Percent 32.0 41.0 9.0 12.0 6.0 100.0 Cumulative Percent 32.0 73.0 82.0 94.0 100.0
From the above chart we can analyze that 32 of the respondents are strongly agree that interest rate are offered to them. 41 of the respondents are only agree on this statements. 9 of the respondents are neutral. 12 of the respondents are only disagree and remaining 6 of the respondents are strongly disagree that interest rate are not offered to them.
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12.6 There are no long waiting hours in the bank?

Nolongwaitinghours Frequency Valid strongly agree agree neutral disagree strongly disagree Total 62 24 7 3 4 100 Percent 62.0 24.0 7.0 3.0 4.0 100.0 Valid Percent 62.0 24.0 7.0 3.0 4.0 100.0 Cumulative Percent 62.0 86.0 93.0 96.0 100.0
From the above chart we can analyze that 62 of the respondents are strongly agree that there are not long waiting hours in the kotak Mahindra bank . 24 of the respondents are only agree on this statements. 7 of the respondents are neutral. 3 of the respondents are only disagree and remaining 4 of the respondents are strongly disagree that there are long waiting hours in the kotak bank
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12.7 Major complaints are being entertained within time frame and therefore my business is efficiently handled?
Efficientlyhandled Frequency Valid strongly agree agree neutral disagree strongly disagree Total 42 35 15 3 5 100 Percent 42.0 35.0 15.0 3.0 5.0 100.0 Valid Percent 42.0 35.0 15.0 3.0 5.0 100.0 Cumulative Percent 42.0 77.0 92.0 95.0 100.0
From the above chart we can analyze that 42 of the respondents are strongly agree that there are not long waiting hours in the kotak Mahindra bank . 35 of the respondents are only agree on this statements. 15 of the respondents are neutral. 3 of the respondents are only disagree and remaining 5 of the respondents are strongly disagree that there are long waiting hours in the kotak bank
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13.Indicate how important the kotak Mahindra bank following services are in enabling you to manage your finances? 13.1 Internet banking
servicesformanageyourfinance1 Frequency Valid strongly agree agree neutral disagree strongly disagree Total 36 28 26 7 3 100 Percent 36.0 28.0 26.0 7.0 3.0 100.0 Valid Percent 36.0 28.0 26.0 7.0 3.0 100.0 Cumulative Percent 36.0 64.0 90.0 97.0 100.0
40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1
From the above chart we can analyze that 36 of the respondents are strongly agree that internet banking is good to manage their finance . 28 of the respondents are only agree on this statements. 26 of the respondents are neutral. 7 of the respondents are only disagree and remaining 3 of the respondents are strongly disagree that internet banking is not good for their finance.
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13.2 Telephone banking

serviceformanageyourfinance2 Frequency Valid strongly agree agree neutral disagree strongly disagree Total 25 43 16 10 6 100 Percent 25.0 43.0 16.0 10.0 6.0 100.0 Valid Percent 25.0 43.0 16.0 10.0 6.0 100.0 Cumulative Percent 25.0 68.0 84.0 94.0 100.0
50 45 40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1
From the above chart we can analyze that 25 of the respondents are strongly agree that telephone banking service is good for them . 43 of the respondents are only agree on this statements. 16 of the respondents are neutral. 10 of the respondents are only disagree and remaining 6 of the respondents are strongly disagree that telephone banking service is not good for them in the kotak bank
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13.3ATM
40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1
From the above chart we can analyze that 33 of the respondents are strongly agree that ATM service is good for them. 35 of the respondents are only agree on this statements. 14 of the respondents are neutral. 7 of the respondents are only disagree and remaining 11 of the respondents are strongly disagree that ATM service is not good for them in the kotak bank
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13.4 Credit card

From the above chart we can analyze that 24 of the respondents are strongly agree that credit card service is good for them . 29 of the respondents are only agree on this statements. 23 of the respondents are neutral. 17 of the respondents are only disagree and remaining 7 of the respondents are strongly disagree that credit cardservice is not good for them in the kotak bank
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14.How often do you use online services ok kotak Mahindra bank?

onlineserviceofkotakmahindra Frequency Valid daily monthly weekly never Total 36 41 22 1 100 Percent 36.0 41.0 22.0 1.0 100.0 Valid Percent 36.0 41.0 22.0 1.0 100.0 Cumulative Percent 36.0 77.0 99.0 100.0
45 40 35 30 25 20 15 10 5 0 daily monthly weekly never Series1
From the above chart we can assume that out of 100 respondents 36 of the respondents said that they are using online banking service daily of kotak Mahindra bank. 41 of the respondents said that they are using online banking service monthly. 22 of the respondents said that they are using online banking service weekly and remaining 1 of the respondents said that he/she is never using online banking service of kotak Mahindra bank.
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14.1 Bill payment

features1 Frequency Valid excellent good neutral poor n/a Total Missing Total System 19 32 26 18 4 99 1 100 Percent 19.0 32.0 26.0 18.0 4.0 99.0 1.0 100.0 Valid Percent 19.2 32.3 26.3 18.2 4.0 100.0 Cumulative Percent 19.2 51.5 77.8 96.0 100.0
35 30 25 20 15 10 5 0 excellent good neutral poor n/a Series1
From the above chart we can analyze that 19 of the respondents said that bill payment feature is excellent for them. 32 of the respondents said that bill payment feature id good for them. 26 of the respondents are neutral on this feature.18 of the respondents said that bill payment feature is poor for them and remaining 4 of the respondents are n/a.
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14.2 E-alert
40 35 30 25 20 15 10 5 0 excellent good neutral poor n/a Series1
From the above chart we can analyze that 19 of the respondents said that e-alert feature is excellent for them. 36 of the respondents said that e-alert feature id good for them. 24 of the respondents are neutral on this feature.14 of the respondents said that e-alert feature is poor for them and remaining 6 of the respondents are n/a.
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14.3 Wire transfer

From the above chart we can analyze that 18 of the respondents said that wire transfer feature is excellent for them. 36 of the respondents said that wire transfer feature is good for them. 30 of the respondents are neutral on this feature.10 of the respondents said that wire transfer feature is poor for them and remaining 5 of the respondents are n/a.
48
14.4 stop payment

From the above chart we can analyze that 26 of the respondents said that stop payment feature is excellent for them. 34 of the respondents said that stop payment feature is good for them. 18 of the respondents are neutral on this feature.13 of the respondents said that stop payment feature is poor for them and remaining 5 of the respondents are n/a.
49
14.5 Balance inquiry

From the above chart we can analyze that 24 of the respondents said that balance enquiry feature is excellent for them. 30 of the respondents said that balance enquiry feature id good for them. 24 of the respondents are neutral on this feature.16 of the respondents said that balance enquiry feature is poor for them and remaining 5 of the respondents are n/a.
50
14.6 ordering cash

From the above chart we can analyze that 30 of the respondents said that ordering cash feature is excellent for them. 29 of the respondents said that ordering cash feature id good for them. 29 of the respondents are neutral on this feature.8 of the respondents said that ordering cash is poor for them and remaining 3 of the respondents are n/a.
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14.7 retrieving bank statement

From the above chart we can analyze that 18 of the respondents said that retrieving bank statement feature is excellent for them. 34 of the respondents said that retrieving bank statement feature id good for them. 24 of the respondents are neutral on this feature.13 of the respondents said that retrieving bank statement feature is poor for them and remaining 10 of the respondents are n/a.
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15.1 lay out

differentiatingfactors1 Frequency Valid excellent good neutral poor n/a Total 36 28 21 11 4 100 Percent 36.0 28.0 21.0 11.0 4.0 100.0 Valid Percent 36.0 28.0 21.0 11.0 4.0 100.0 Cumulative Percent 36.0 64.0 85.0 96.0 100.0
From the above chart we can analyze that 36 of the respondents said that layout of kotak Mahindra bank as compared to other bank is excellent for them. 28 of the respondents said that layout of kotak bank is good for them. 21 of the respondents are neutral on this factor.11 of the respondents said that layout of kotak bank is poor for them and remaining 4 of the respondents are n/a.
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15.2 service
differentiatiangfactor2 Frequency Valid excellent good neutral poor n/a Total 64 25 7 2 2 100 Percent 64.0 25.0 7.0 2.0 2.0 100.0 Valid Percent 64.0 25.0 7.0 2.0 2.0 100.0 Cumulative Percent 64.0 89.0 96.0 98.0 100.0
From the above chart we can analyze that 64 of the respondents said that service of kotak Mahindra bank as compared to other bank is excellent for them. 25 of the respondents said that service of kotak bank is good for them. 7 of the respondents are neutral on this factor. 2 of the respondents said that service of kotak bank is poor for them and remaining 2 of the respondents are n/a.
54
15.3 efficiency of staff
differentiangfactor3 Frequency Valid excellent good neutral poor n/a Total 34 31 15 14 6 100 Percent 34.0 31.0 15.0 14.0 6.0 100.0 Valid Percent 34.0 31.0 15.0 14.0 6.0 100.0 Cumulative Percent 34.0 65.0 80.0 94.0 100.0
From the above chart we can analyze that 34 of the respondents said that efficiency of staff in kotak Mahindra bank as compared to other bank is excellent for them. 31 of the respondents said that staff efficiency of kotak bank is good for them. 15 of the respondents are neutral on this factor.14 of the respondents said that staff efficiency of kotak bank is poor for them and remaining 6 of the respondents are n/a.
55
15.4 dcor and atmosphere
diffrentfactor4 Frequency Valid excellent good neutral poor n/a Total 31 36 17 9 7 100 Percent 31.0 36.0 17.0 9.0 7.0 100.0 Valid Percent 31.0 36.0 17.0 9.0 7.0 100.0 Cumulative Percent 31.0 67.0 84.0 93.0 100.0
From the above chart we can analyze that 31 of the respondents said that dcor and atmosphere of kotak Mahindra bank as compared to other bank is excellent for them. 36 of the respondents said that dcor and atmosphere of kotak bank is good for them.17 of the respondents are neutral on this factor.9 of the respondents said that dcor and atmosphere of kotak bank is poor for them and remaining 7 of the respondents are n/a.
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16 Would you like to receive electronic statements and account notifications?
liketorecelestat Frequency Valid yes no Total 56 44 100 Percent 56.0 44.0 100.0 Valid Percent 56.0 44.0 100.0 Cumulative Percent 56.0 100.0
60 50 40 30 20 10 0 yes no
Series1
From the above chart we can analyze that out of 100 respondents 56 of the respondents said yes that they like to receive electronic statement and notification by the kotak Mahindra and remaining 44 of the respondents said that they dont like receive the electronic statements and notifications by the kotak Mahindra bank.
57
Statistical Package for the Social Sciences (SPSS Software). Hypothesis

Here, I have done the Hypothesis Testing with the help of Testing can be done of the Parent Questions which are included in the questionnaire.
Hypothesis testing
Age Frequency Percent Valid Percent Cumulative Percent 18-30 31-40 Valid 41-50 51-60 Total 27 32 25 16 100 27.0 32.0 25.0 16.0 100.0 27.0 32.0 25.0 16.0 100.0 27.0 59.0 84.0 100.0
From the above chart we can analyze that 27 of the respondents are between the age of 18 to 31 years. 32 of the respondents are between the age of 31 to 40 years. 25 of the respondents are between the age of 41 to 50 years and remaining 16 of the respondents are between the age of 51 to 60 years
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gender Frequency Percent Valid Percent Cumulative Percent male Valid female Total 85 15 100 85.0 15.0 100.0 85.0 15.0 100.0 85.0 100.0
From the above chart we can analyze that out of 100 respondents 85 were the males and remaining 15 were the females.
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Occupation Frequency Percent Valid Percent Cumulative Percent student bussinessmen Valid proffission employee Total 5 23 39 33 100 5.0 23.0 39.0 33.0 100.0 5.0 23.0 39.0 33.0 100.0 5.0 28.0 67.0 100.0
From the above chart we can analyze that 5 of the respondents are the students. 23 of the respondents are businessmen. 39 of the respondent are professional and remaining 33 of the respondents are employees.
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Annualincome Frequency Percent Valid Percent Cumulative Percent 100000-200000 2,00,000-400,000 Valid 400000-600000 more than 6,00,000 Total 29 38 21 12 100 29.0 38.0 21.0 12.0 100.0 29.0 38.0 21.0 12.0 100.0 29.0 67.0 88.0 100.0
From the above chart we can analyze that 29 of the respondents income is in between 100000 to 200000, 38 of the respondents income is in between 200001 to 400000. 21 of the respondents income is in between 400001 to 600000. And remaining 12 of the respondents income is more than 600000.
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Hypothesis testing : 1. H0- There is no relationship between staff behavior and age. H1- There is relationship between staff behavior and age. 2. H0- There is no relationship between staff behavior and income. H1- There is relationship between staff behavior and income. 3. H0- There is no relationship between staff behavior and occupation. H1- There is relationship between staff behavior and occupation. 4. H0- There is no relationship between staff behavior and gender. H1- There is relationship between staff behavior and gender. 5. H0- There is no relationship between services for manages your finance and age. H1- There is relationship between services for manages your finance and age. 6. H0- There is no relationship between services for manages your finance and income. H1- There is relationship between services for manages your finance and income. 7. H0- There is no relationship between services for manages your finance and occupation. H1- There is relationship between services for manages your finance and occupation. 8. H0- There is no relationship between services for manages your finance and gender. H1- There is relationship between services for manages your finance and gender. 9. H0- There is no relationship between differentiating factor of kotak Mahindra bank and age. H1- There is relationship between differentiating factor of kotak Mahindra bank and age. 10. H0- There is no relationship between differentiating factor of kotak Mahindra bank and income. H1- There is relationship between differentiating factor of kotak Mahindra bank and income. 11. H0- There is no relationship between differentiating factor of kotak Mahindra bank and occupation. H1- There is relationship between differentiating factor of kotak Mahindra bank and occupation.
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12. H0- There is no relationship between differentiating factor of kotak Mahindra bank and gender. H1- There is relationship between differentiating factor of kotak Mahindra bank and gender.
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1. H0- There is no relationship between staff behavior and age. H1- There is relationship between staff behavior and age.
ANOVA q12 Sum of Squares Between Groups Within Groups Total .090 20.436 20.526 df 3 96 99 Mean Square .030 .213 F .141 Sig. .935
CONCLUSION:
Significance value of ANOVA is .935 which is greater than 0.5 so we will accept our hypothesis. We conclude that there is no difference between staff behavior and age.
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2 .H0- There is no relationship between staff behavior and income. H1- There is relationship between staff behavior and income.
ANOVA q12 Sum of Squares Between Groups Within Groups Total .832 19.693 20.526 df 3 96 99 Mean Square .277 .205 F 1.352 Sig. .262
CONCLUSION:
Significance value of ANOVA is .262 which is less than 0.5 so we will reject our hypothesis. We conclude that there is difference between staff behavior and income.
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3. H0- There is no relationship between staff behavior and occupation. H1- There is relationship between staff behavior and occupation.
CONCLUSION:
Significance value of ANOVA is .935 which is greater than 0.5 so we will accept our hypothesis. We conclude that there is no difference between staff behavior and occupation
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4. H0- There is no relationship between staff behavior and gender. H1- There is relationship between staff behavior and gender.
Group Statistics gender male q12 female 15 1.8952 .50498 .13039 N 85 Mean 1.9042 Std. Deviation .44927 Std. Error Mean .04873
Independent Samples Test Levene's Test for Equality of Variances F Sig. t df Sig. (2tailed) Mean Difference Std. Error Difference 95% Confidence Interval of the Difference Lower Equal variances assumed q12 Equal variances not assumed .064 18.125 .949 .00896 .13919 -.28333 .30125 1.695 .196 .070 98 .944 .00896 .12817 -.24538 .26330 Upper t-test for Equality of Means
CONCLUSION:
Significance value of independent sample t-test is .196 which is less than 0.5 so we will reject our hypothesis. We conclude that there is difference between staff behavior and gender
67
5. H0- There is no relationship between services for manages your finance and age. H1- There is relationship between services for manages your finance and age.
ANOVA q13 Sum of Squares Between Groups Within Groups Total 2.440 30.075 32.515 df 3 96 99 Mean Square .813 .313 F 2.596 Sig. .057
CONCLUSION:
Significance value of ANOVA is .057 which is less than 0.5 so we will accept our hypothesis. We conclude that there is difference between finance and age.
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6. H0- There is no relationship between services for manages your finance and income. H1- There is relationship between services for manages your finance and income.
CONCLUSION: Significance value of ANOVA is .669 which is greater than 0.5 so we will accept our hypothesis. We conclude that there is no difference between finance and income.
69
7.H0- There is no relationship between services for manages your finance and occupation. H1- There is relationship between services for manages your finance and occupation.
CONCLUSION:
Significance value of ANOVA is .353 which is less than 0.5 so we will reject our hypothesis. We conclude that there is no difference between finance and occupation.
70
8.H0- There is no relationship between services for manages your finance and gender. H1- There is relationship between services for manages your finance and gender.
Independent Samples Test Levene's Test for Equality of Variances F Sig. t df Sig. (2tailed) Mean Difference Std. Error Differen ce Equal variances assumed q13 Equal variances not assumed -.494 18.154 .627 -.08627 .17453 -.45273 .28018 .158 .692 -.536 98 .593 -.08627 .16108 -.40593 .23338 95% Confidence Interval of the Difference Lower Upper t-test for Equality of Means
CONCLUSION:
Significance value of independent sample t-test is .692 which is greater than 0.5 so we will accept our hypothesis. We conclude that there is no difference between finance and gender
71
. 9. H0- There is no relationship between differentiating factor of kotak Mahindra bank and age. H1- There is relationship between differentiating factor of kotak Mahindra bank and age.
CONCLUSION:
Significance value of ANOVA is .949 which is greater than 0.5 so we will accept our hypothesis. We conclude that there is no difference between Kotak Mahindra and age.
72
10.H0- There is no relationship between differentiating factor of kotak Mahindra bank and income. H1- There is relationship between differentiating factor of kotak Mahindra bank and income.
CONCLUSION:
Significance value of ANOVA is .072 which is less than 0.5 so we will reject our hypothesis. We conclude that there is difference between Kotak Mahindra and income
73
11.H0- There is no relationship between differentiating factor of kotak Mahindra bank and occupation. H1- There is relationship between differentiating factor of kotak Mahindra bank and occupation.
CONCLUSION:
Significance value of ANOVA is .910 which is greater than 0.5 so we will accept our hypothesis. We conclude that there is no difference between Kotak Mahindra and occupation.
74
12.H0- There is no relationship between differentiating factor of kotak Mahindra bank and gender. H1- There is relationship between differentiating factor of kotak Mahindra bank and gender.
Independent Samples Test Levene's Test for Equality of Variances F Sig. t df Sig. (2tailed) Mean Differenc e Std. Error Differenc e Equal variances assumed q15 Equal variances not assumed .162 17.018 .873 .03137 .19327 -.37636 .43910 1.434 .234 .196 98 .845 .03137 .16035 -.28684 .34958 95% Confidence Interval of the Difference Lower Upper t-test for Equality of Means
CONCLUSION:
Significance value of independent sample t-test is .234 which is less than 0.5 so we will reject our hypothesis. We conclude that there is difference between Kotak Mahindra and gender.
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CHAPTER FINDINGS
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Following are the findings which can be recognized from the whole research activity:
In all the parameters like Overall Services, Charges, Commitment, Ambience, Employees Manners / Problem Solving, Kotak Mahindra Bank stands at the top position as compared to its competitors. The staff members of branch of Kotak Mahindra Bank are very co-operative and supportive. And, I have also experienced it during the Mystery Shopping Activity. The customers said that, their RMs and other staff members regularly contact them and meet them, which is a very good thing of Kotak Mahindra Bank. Kotak Mahindra Bank is providing all the necessary facilities as per the requirements and expectations of the customers. During this research, many customers have shared their good experiences with the bank and the excellent services that Kotak Mahindra Bank is providing since so many years. Thus, the customers are very much satisfied with the overall services of Kotak Mahindra Bank.
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SUGGESTIONS
During this research activity, research found that some of the customers have faced such problems regarding the services of Kotak Mahindra Bank. But, it has been taken into consideration and the bank has already solved all these problems. And as a result of it, the customers have become very happy and they are very much satisfied with this kind of quick services of Kotak Mahindra Bank. So, there is nothing to give any suggestions regarding the services of Kotak Mahindra Bank. The bank is already performing all the duties and responsibilities very well. Each and every problem is being solved on the spot. And due to these kinds of qualities, Kotak Mahindra Bank stands at the top position in the market as compared to its competitors.
78
LIMITATIONS
Small sample size and selection of respondents only from two branches of Kotak Mahindra Bank may limit the generalization of findings. Another limitation of this study is that, the feedbacks of the customers may differ as per their mood and preferences, so it may be biased.
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Conclusion:
In all the parameters like Overall Services, Charges, Commitment, Ambience, Employees Manners / Problem Solving, Kotak Mahindra Bank stands at the top position .From the research, research observed that customers are in touch with their Relationship Manager of Kotak Mahindra Bank. Thus research concludes that, the customers are very much satisfied with the overall services of Kotak Mahindra Bank.
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BIBLIOGRAPHY SOURCES OF INFORMATION

SOURCES OF INFORMAT
Links:
http://aboutus.kotak.com/kotak-mahindra-group/ourstory.html http://aboutus.kotak.com/kotak-mahindra-group/ourbusinesses.html http://aboutus.kotak.com/kotak-mahindra-group/seniormanagement.html http://aboutus.kotak.com/kotak-mahindragroup/awards.html
Dear Respondent,
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As a part of our curriculum, I the student of Centre for Management studies (Ganpat University) am preparing a summer internship project report on service quality and customer satisfaction of Kotak Mahindra Bank. The data collected will be used for the same and will be kept strictly confidential.
KOTAK MAHINDRA BANK
Name: __________________________________________________ Age: _____________ Gender: _____________ Occupation: ____________________ Annual Income: ____________________ Crn no.:- ____________________ 1. Is Kotak Mahindra primary bank for you?
Yes No
( (
) )
2. How long have you been associated with Kotak Mahindra bank?
< 1 year 1-5 years
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>5 years
3. Are the customers availing more than one product or services?
Yes No
( (
) )
4. What is an approximate size of relationship with the kotak bank?
< 1 Lac 1-10 Lacs 10-1 Cr. > 1 Cr.
5. Are you satisfied with the services of the kotak bank?
Yes No
( (
) )
6. Reasons for non satisfaction.
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___________________________________________________________________
____________________________________________________________________
7. Do you know your Relationship Manager?
Yes No
( (
) )
8. How often your RM comes to see you?
In a week In 15 days In 1 month In 2 months Does not come
9. Are you satisfied with the behaviour of RM?
Yes
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No
10. Have your queries been handled by service staff promptly and efficiently?
Yes No Cant say
( ( (
) ) )
11. What is the average wait period for a transaction in the kotak bank?
< 5 min. 5-10 min 10-15 min 15-20 min No transaction
12. Rate the following on a scale of 1-5 (1- strongly agree, 2- agree, 3-indiefferent, 4disagree, 5-strongly disagree)
3 4
Staffs treat me in a friendly manner and their explanations are clear. They inform me about the new financial
85
services being offered by the bank.
Working hours of my bank are convenient.
Generally I use net banking and online transactions are convenient to do.
Interest rate being offered is convenient for various accounts w r t other banks (SA/TD/CD)
There are no long waiting hours in the bank.
Major complaints/ are being entertained within time frame and therefore my business is efficiently handled
13. Indicate how important the kotak Mahindra bank following services are in enabling you to manage your finances. Tick appropriate number (1=unimportant and 5=very important) Service Internet banking Telephone banking ATM Credit card 1 2 3 4 5
Please mention (in case of any other banking service) ______________________
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14. How often do you use online services of kotak Mahindra bank? Daily Weekly ( ( ) ) Monthly ( Never ( ) )
Please rate the following online features. Features Bill Payment e-alerts Wire transfer Stop Payment Balance inquiry Ordering Cash Retrieving Bank Statement Excellent Good Neutral Poor N/A
15. Alternative Bank: Rate the following Differentiating Factors of kotak Mahindra bank as compared to other banks: Factor Layout Service Efficiency Of staff Decor and Atmosphere 1 2 3 4 5
16. Would you like to receive electronic statements and account notifications? YES / NO
87
Some of the open ended questions: Specify the difficulties you encountered in opening a new account?
88

A Research Report ON Service Quality AND Customer Satisfaction of Kotak Mahindra Bank

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A RESEARCH REPORT ON SERVICE QUALITY AND CUSTOMER SATISFACTION OF KOTAK MAHINDRA BANK

PAGE SR. NO.

PARTICULARS Acknowledgement Preface Table of contents 1.1 Introduction of coffee shop

Research Question and Objectives

2. 3. 3.1 3.2 3.3 3.4 4. 5. 6. 7. 8.

17 53 89 91 100 101 102 103 105

1.1 INTRODUCTION OF BANKING:

1.2 MEANING OF BANK:

1.4 Reserve Bank of India

CHAPTER - 2 INTRODUCTION OF KOTAK MAHINDRA BANK

THE JOURNEY SO FAR

Mr. Uday Kotak Mr. C. Jayaram Mr. Dipak Gupta

Executive Vice Chairman & Managing Director

OUR CORPORATE IDENTITY

2009 2008 2006

1990 1987 1986

Table 2.1: Achievements of the Bank

2.2 COMPANYS BUSINESSES

Kotak Mahindra Old Mutual Life Insurance Ltd.

Kotak Mahindra Capital Co. (KMCC)

Kotak Mahindra Prime Ltd. (KMPL)

Kotak Mahindra Asset Management Company Ltd.

Kotak Realty Fund Business

Kotak Private Equity Group (KPEG)

CHAPTER - 3 RESEARCH METHODOLOGY

OBJECTIVES OF THE STUDY

3) To know customer requirements or expectations for providing essential services.

Table 1.2: Research Methodology

Purpose for conducting the Research

Findings from the Research

1-5years 48 >5years Total

3. Are the customers availing more than one product or services?

4. What is an approximate size of relationship with the kotak bank?

40 35 30 25 20 15 10 5 0 <1lac 1-10lacs 10-1cr. >1cr Series1

5.Are you satisfied with the services of the kotak bank?

100 90 80 70 60 50 40 30 20 10 0 yes no Series1

7.Do you know your relationship manager?

8.How often your RM comes to see you?

50 45 40 35 30 25 20 15 10 5 0 in a week in 15days in 1month in 2 month does not come Series1

9.Are you satisfied with behavior of RM?

60 50 40 30 Series1 20 10 0 <5min 5-10min 10-15min 15-20min no transaction

70 60 50 40 30 20 10 0 strongly agree agree neutral disagree strongly disagree Series1

45 40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

12.3Working hours of my bank are convenient?

70 60 50 40 30 20 10 0 strongly agree agree neutral disagree strongly disagree Series1

transactions are convenient to do?

35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

45 40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

12.6 There are no long waiting hours in the bank?

70 60 50 40 30 20 10 0 strongly agree agree neutral disagree strongly disagree Series1

45 40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

13.2 Telephone banking

50 45 40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

13.4 Credit card

35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree Series1

14.How often do you use online services ok kotak Mahindra bank?

45 40 35 30 25 20 15 10 5 0 daily monthly weekly never Series1

14.1 Bill payment

35 30 25 20 15 10 5 0 excellent good neutral poor n/a Series1

40 35 30 25 20 15 10 5 0 excellent good neutral poor n/a Series1