Académique Documents
Professionnel Documents
Culture Documents
S. NO
C O NT E N T S
1.
Chapter-1 Introduction
2.
C h a p t e r - 2 C o m p a n y P r o fi l e
3.
Chapter-4
Analysis
and
Findings
4.
5.
C h a p t e r - 5 C o n c lu s i o n s
6.
Appendices
Qu e s t i o n n a i r e s
Bibliography
Synopsis
PA GE
N O.
CHAPTER-1
INTRODUCTION
1986
Bill Discounting
1987
CHAPTER-2
COMPANYS PROFILE
Established in 1984, 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 800000ATMS worldwide accepted in more than
56000 establishments across India and 10 million worldwide. The
customer also has access to over 800 ATMs with sharing
arrangements with UTI BANK, of these 125 are in the NCR.
BOARD OF DIRECTORS
Mr. K.M.Gherda Executive Chairman
CHAPTER-3
Product Detail
Kotak
Ma h i n d r a
Bank
is
on e
of
the
prominent
s u b s i d i a r i e s o f K o t a k Ma h i n d r a g r o u p . Th e ac t i v i t i e s of
t h e c o m p a n y b e i n g p ar a l l e l t o i t s ob je c t i v e a r e v er y wi d e
and cover all the components of a Bank.
area
of
Operations
is
the
Banking
Th e B a s i c
bu s i n e s s ,
o t he r
p r o d u c t s a r e m e a n t f or t h e r e g u l ar r e v e nu e ge n e r a t i o n .
B e i n g a B a n k i n g h o u s e, t he c o m p a n y i s i n r eg u l a r t o u c h
wi t h
Banking
Ac c o u n t s ,
I n ve s t m e n t
S e r vi c e s ,
C o n ve n i e n c e B a n k i n g a n d O t h e r S e r vi c e s .
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
balances(AQB)levels
ACCOUNT),Rs.
of
20000
Rs.
10000
(KOTAK
(KOTAK
PRO
EDGE
SAVINGS
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
CURRENT ACCOUNT
Account
&
free
Demat
Account,
and
more!
Cheque Collection
gamut
of
Banking
Privileges
and
'user-friendly'
Key Features
Term Deposits
Key Features
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.
INVETSMENT SERVICES
DEMAT
Key Features
when
l i m i t e d ) a n d C S D L ( C e n t r a l se c u r i t y d e p o s i t o r y l i m i t e d
c h e c k o u t o n t h i s t yp e o f i nv e s t m e n t
M C X AN D N C D E X
Kotak Mahindra Bank a l so a l l o w t o c o s t u m e r t o t r a d e i n
c o m m o d i t y b y M C X ( Mu l t i C o m m o d i t y e x ch a n g e) a n d
N C D E X ( N a t i o n a l C o m m o d i t y da i l y e x c ha n g e . I n N C D E X
55 commodity are to trade
PRODUCTS OFFERED BY KOTAK MAHINRA BANK
I n t h e a b o v e p r o d u c t s we ha v e d i s cu s s e d i n v e s t m e n t i n
equity
through
investing
in
s e c o n da r y
equity
markets
markets
is
. an o t h er
through
the
wa y
of
primary
m a r k e t r o u t e . wh e n e v e r a c o m p a n y c o m e s ou t wi t h a n
i n i t i a l p u b l i c o ffe r i n g yo u m a y ch o o s e t o a p p l y f o r t h e
s h a r e . B a s e d o n n u m b e r o f v a l i d ap p l i c a t i o n r e c e iv e d ,
t h e c o m p a n y wo u l d t h e n a l lo t t h e s ha r e t o a p p l i c a n t s .
T h e o ffl i n e wa y o f i nv es t i n g i n a n I P O i s b y f i l l i n g
p h ys i c a l a p p l i c a t i o n f or m s , c h eq u e s . An d s u b m i t t i n g t h e
f o r m s t h r o u g h yo u r b r o k e r. W i t h K O TAK MA H I N D R A
B A N K a l l yo u h a v e t o do i s f i l l i n g nu m b e r of s ha r e o n
the site and submit.
D E R I VATI V E S
C u s t o m e r s wi t h d i ffe r e n t t yp e s o f r i s k pr o f i l e c an u s e
d e r iv a t i v e s .
H e d g i n g t h e c a s h m a r k e t p o s i t i o n id e a l f or l o w
risk profile.
Tak i n g a d v a n t a g e o f a r b i t r a ge o p p or t u n i t y i n eq u i t y
a n d d e r iv a t iv e s m a r k e t s i d e a l f or l o w r i s k pr o f i l e
Tak i n g a v i e w o n s t o c k / i nd e x f or a s l o n g as 3 m o n t h
p e r io d m e d i u m r i s k pr o f i l e
S p e c u l a t i v e t r a d i n g- h i g h r i s k p r o f i l e
K O TAK MA H I N D R A B A N K o ffe r s o n l i ne i nv e s t m e n t i n
f u t u r e a n d o p t i o n , wi t h b e n e f i t o f a u t o m a t e d s e t t l e m e n t s
a n d o n l i n e r i s k m o n i t o r in g s ys t e m
Mutual Funds
Key Features
Portfolio assistance
helping
you
make
more
informed
decisions.
The
I n s t e a d o f b u yi n g s h ar e s o f di ffe r e n t c o m p a n i e s t r a c k i n g
the
price
m o v e m e n t s
performance
of
the
c o m p a n y,
g r o wt h p r o s p e c t s o f t h e i n d u s t r i e s et c . an d t h e n t a k i n g
yo u r o wn b u y/ s e l l d e c i s i o n, yo u m a y c o n s i de r m a k i n g
i n v e s t m e n t i n e q u i t y/ d e b t m a r k e t t h r o ug h t h e m u t u a l
f u n d r o u t e . Mu t u a l f u nd i s a S E B I r eg i s t e r e d e n t i t y t h at
pools
the
money
of
many
individuals
i nv e st o r s
to
p u r ch a s e t h e s t o c k s , bo n d o r o t h er f in a n c i a l i n s t r u m e n t s
.professional
Ma n a g e m e n t a n d d iv er s i f i c a t i o n ar e t he t wo pr i m a r y
b e n e f i t s o f m u t u a l f un d i nv es t i n g . F or be g i n n er s , or f o r
c u s t o m e r wh o a r e un a b l e t o sp e n d t i m e o n r e s e a r ch i n g
s t o c k s t h e m s e lv e s , m u t u a l f u nd i s a n i d e a l r o u t e f o r a
i n v e s t m e n t i n e q u i t y. I nv es t i n g i n m u t u a l f u nd s o ffl i n e
i n v o l v e s , t r a c k i n g do wn t h e ag e n t s a pp o i n t e d b y t h e
mutual
funds
AM C s ,
filling
l e ng t h y
forms,
wr i t i n g
c h e q u e , r u s h i n g t o t h e o ffi c e o f t h e a g en t s be f o r e t h e
c u t o ff t i m i n g t o e n s ur e t h at t h e d e s ir e d N AV i s a l l o t t ed
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
C O N V E N I E N C E B AN K 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.
nothing for the transaction. But also holders of ATM cards cannot
access machines belonging to other Banks.
The number of ATM machines installed by Kotak Mahindra Bank is 20
in Delhi and the All India tally is 156 machines. When this figure is
compared to ICICI Bank which has thrice the number of machines in
Delhi or HDFC Bank which has nearly twice the number of machines
in Delhi, this is worrying for Kotak Mahindra Bank.
Growth In ATM Machine With Increased Use
The Table below shows the number of ATM machines belonging to
various banks in India:-
NAME OF BANK
KOTAK
MACHINES
(DELHI)
MAHINDRA 122
Bank
ICICI Bank
HDFC Bank
IDBI
CITIBANK
HSBC
AMN Amro
UTI
GTB
560
625
350
160
103
40
507
250
26
112
66
43
22
21
13
20
From the above table we can clearly see that HDFC Bank is the Bank
which has highest number of ATM machines on All India basis, this is
followed by ICICI Bank, then UTI.
When we look at the concentration of machines in the Delhi Region
we see that out of ICICI Banks 560 Machines 112 are located in
Delhi representing 20%.
The corresponding figure for Kotak Mahindra Bank is 14.2%. HDFC
Bank is 11.8%, IDBI Bank is 12.3%, and CITIBANK is 13.75%.
Net Banking:
Net banking means carrying out banking transactions via the Internet.
Thus the need for a branch is completely eliminated by technology.
Also this helps in serving the customer better and tailoring products
better suited for the customer.
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
INTERNET BANKING
INTRODUCTION
The Internet banking is changing the banking industry and is having
the major effects on banking relationships. Internet banking involves
use of Internet for delivery of banking products & services. It falls into
four main categories, from Level 1 - minimum functionality sites that
offer only access to deposit account data - to Level 4 sites - highly
DRIVERS OF CHANGE
Advantages previously held by large financial institutions have
shrunk considerably. The Internet has leveled the playing field and
afforded open access to customers in the global marketplace.
Internet banking is a cost-effective delivery channel for financial
institutions. Consumers are embracing the many benefits of Internet
banking. Access to one's accounts at anytime and from any location
via the World Wide Web is a convenience unknown a short time ago.
The primary drivers of Internet banking are:
Improve customer access
Facilitate the offering of more services
Increase customer loyalty
Attract new customers
13
7
0
Very Satisfied
0
Somewhat
Satisfied
Neither
Satisfied nor
Dissatisfied
0
Somewhat
Dissatisfied
Very
Dissatisfied
safe , thirdly ,
computers and internet are not widely spread all over the country.
Chapter-4
AN ALYS I S AN D F I N D I N G S
Survey Conducted on 155 Respondants
Over 2 years
17%
Less than 6
months
3%
6 months to 1
year
30%
1 to 2 years
50%
44%
Brand Name/Reputation
of bank
Advertisement
16%
0%6%
Branch near
Office/Residence
Other Reasons
If the Bank could get to know of that very compelling factor that
convinced the customer to open the account then the Bank could use
this in its favor to attract more customers.
From the study conducted the factor which has come out strongest in
this regards is the Other Reasons getting 44% of the responses,
going deeper into this response by asking the respondent what is the
factor they include in this Other Reasons is that most people are not
the deciding factor when they open a saving account, this is done so
by their employers. The customers salary accounts are created by
the companies in which they work.
26
25
20
16
15
10
0
Visit Branch
ATM
Phone
Banking
Drop Box
2
Internet
Banking
0
Door Step
The Banks are very interested to know the most popular Point of
Interaction with the Bank as if the Bank is lacking in one of these
steps can be taken to make the situation better.
From the study we can see more than half (more than 50%) of the
total respondents feel that they interact most with the Bank with the
help of ATM. Hence the importance of ATM cannot be overstated.
The Second most popular point of interaction that arises from the
study is the Branch with 32% of the respondents favoring this option.
Kotak Mahindra Bank is unique in an aspect that it follows the Any
Branch Banking wherein the Account holder can use any of the
Banks 156 Branches all over the country.
An aspect that customers really appreciate is the 24 hour Branches
and the 365 Days Branches of Kotak Mahindra Bank. The 24 Hour
Branch of Kotak Mahindra Bank is located at sector 18 noida apart
from these Branches in Mumbai and other cities in India.
Kotak Mahindra Bank is the only Bank which has the facility of a 24
Hour Branch. As for a 365 Day Branch the only Bank having this
facility apart from Kotak Mahindra is UTIBank.
The third most Frequent Point of Interaction is Phone Banking with
11.5% of the respondents favoring this medium. Phone Banking is
one of the new age Banking techniques. It is in its infancy in India
and people have not taken to it as is the case in other Developed
Countries in the World.
In the study it was seen that customers have mixed feeling when it
comes to Phone Banking as sometimes they do not find it as an
effective alternate to traditional forms of Banking.
The forth most Frequent Point of Interaction with the Bank is Internet
Banking with 4% of the respondents favoring this medium. Internet
Banking is the most modern means of Banking available to the
customers but due to the general perception that this medium is not
safe it is not used by many people.
In our study only 60% of the total respondents have at least once
used Internet Banking.
The two options which were not favored by any respondents as the
most Frequent Point of Interaction are Drop Box Facility and Door
Step Banking
.
26
25
20
14
15
10
10
5
0
Very Satisfied
Somewhat
Satisfied
Neither
Satisfied nor
Dissatisfied
Somewhat
Dissatisfied
Very
Dissatisfied
More than half of the total respondents (52%) say that they are
somewhat satisfied with the overall service of the Bank. About 30%
of the total respondents say that they are Very Satisfied with
their Overall Experience with the Bank.
Hence about 82% of the Respondents are Satisfied with their
Overall Experience with the Bank.
The study is showing a very good Overall Satisfaction Level by
the Account holders
25
20
15
15
10
10
5
0
Very Satisfied
Somewhat
Satisfied
Neither
Satisfied nor
Dissatisfied
Somewhat
Dissatisfied
0
Very
Dissatisfied
Any paining experience can have a lasting impact on the mind of the
customer, this can force him to change Banks or even discourage
others from joining the Bank. Hence Banks should train their
employees to maintain good relations and be cooperative with the
customers.
From the results of the findings we can see that Kotak Mahindra Bank
has been successful in marinating a high level of customer
satisfaction with the employees. Only 4% of the total respondents
included in the study were dissatisfied.
The number of respondents who were Very Satisfied represented
30% of the total respondents while those who were Somewhat
Satisfied were 46% of the total. The respondents who were Neither
Satisfied nor Dissatisfied are 20% of the total.
25
20
15
14
10
10
0
Very Satisfied
Somewhat
Satisfied
Neither
Satisfied nor
Dissatisfied
Somewhat
Dissatisfied
Very
Dissatisfied
From the analysis of the data that has been collected from Kotak
Mahindra Bank Account holders we can see that majority of the
respondents are satisfied with the Average Banking Hours.
The respondents who are Somewhat Satisfied with the Banking
Hours consist of 44% of the total, while 28% of the total respondents
studied say that they are Very Satisfied. In all 72% of the total
respondents are satisfied with the Banking Hours of Kotak Mahindra
Bank.
The respondents who are neither Satisfied nor Dissatisfied consist of
20% of total number studied, while 8% of the respondents are
somewhat dissatisfied.
BANKS STUDIED
BANKS STUDIED
25
20
20
20
15
10
10
10
10
10
10
5
BO
B
PN
An
B
dh
ra
Ba
nk
I
SB
ID
BI
C
HS
B
ro
N
Am
NK
AB
CI
TI
BA
Ba
nk
HD
FC
IC
IC
IB
an
k
ATMDcor of Bank
0%
12%
Courteous Staff
26%
Efficient service
62%
The most frequent point of interaction with the Bank is ATM facility,
the Account holders whether in Private/Foreign sector or the
Government sector have been provided with ATM facility by their
respective Banks. To judge the performance level of any Bank today
it is crucial that the ATM service of the Bank be studied, this includes
not only the number of ATM machines installed by the Bank , but also
how technologically advanced the machines are (number of
transaction that can be done with the ATM Facility), the effort Bank
undertakes to maintain the machines and also the overall experience
of the Account holder with the service.
The percentage of respondent considering the ATM service as most
important were 12% of the total sample size.
But from the respondents who were questioned none of them said
that the Dcor/Ambience of the Bank Branch was most
important. On further Questioning it was revealed that they did want
well-maintained Branches/Other Bank Interaction points but this was
not the most important aspect.
No
21%
Yes
79%
Chapter-5
CONCLUSION
1. Kotak Mahindra Bank is Leading Bank in the country, it
provides
5.
6.
8.
9.
The Bank has tied up with other Banks so that its customers can
use other Banks ATM facility for free transactions
10. The Bank also provides DEMAT account and also sells Mutual
Funds, this provides the Bank and Government additional
revenue.
11. The Bank has been very successful in enlarging its customer
base during the last couple of years.
12. 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.
13. The Biggest competitors of the Bank are ICICI Bank and HDFC
Bank and STANDRAD CHARTERED.
14. ATM Facility is most popular way to transact with the Bank.
15. Overall the customers appreciate the service and products
offered by the Bank and are willing to recommend the Bank to
their acquaintances , But more attention has to paid towards:
Increasing the number of ATM machines.
GENERAL FINDINGS
1. ATM Facility is more widely used by customers belonging to
Private/Foreign Banks as compared to Government Banks.
2. Customers value Efficient Service over every other aspect, this is
far more important than the number of ATM machines, Staff,
Dcor of Bank.
3. Reputation of Bank is most important when it comes to choosing
especially a Private Bank.
4. The general perception is that Private Banks provides better
services as compared to a Government Bank.
5. People realize that Private Banks are as safe as compared to
Government Banks.
6. Advertisements and Freebies can be used to attract more
customers.
QUESTIONNAIRE
NAME ___________________________________________
ADDRESS ________________________________________
AGE
Below 25 years
25 to 40
40 to 55
Above 55 years
OCCUPATION
Business
Professional
Service
Student
Others
ANNUAL INCOME
Less than 1.5 Lakh
above 5 Lakh
1. Do you hold a saving account?
Yes
No
frequently _________________________
4. Apart from saving in a bank account where do you invest
your money?
Land/Property
Capital markets (shares, mutual funds, etc)
Jewellery
Others (please specify)
Yes
No
6. How many times a week does you use your ATM/Debit Card?
Less than 2 time a week
2 to 4 times a week
More than 4 time a week
Visit Branch
ATM
Phone Banking
Drop Box
Internet Banking
8.Do you believe that Private/Foreign banks provide superior
services than nationalized banks?
Yes
No
9. Do you agree with the view that your money would be safer in a
nationalized bank rather than a foreign bank?
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree
10. Are you influenced by advertisements in your choice of bank?
Yes
No
No
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:
Internet
www. Kotak Mahindra Bank. com
www. Kotak Mahindra Bank.co.in
www.google.com
www.economictimes.com